FAQ

Frequently Asked Questions

FAQ

All your questions answered in one place

How Can We Help You?
  • Onboarding Process
  • Shipping and Delivery
  • Customer Support and Services
  • Technical Integration
  • Claims and Compensation
  • Payments and Charges
  • Additional Services

How to get onboarded without GST/CIN?

Select “Proprietorship” as entity type when submitting KYC details to onboard without GST or CIN.

Can I sign up on both rate cards?

No, you have to select only one rate card.

Which rate card should I choose?

Choose "Flat Pricing" for Rs 90 inclusive of forward, RTO, and COD charges. "Tiered pricing" is better for low RTO or COD orders.

What documents are required for the onboarding process?

CIN, Cancelled Cheque/passbook/bank statement, PAN, GST registration. If you don't have a GST, you can register as a proprietorship through PAN submission only.

Is the onboarding process different for Aggregators?

No, the onboarding process for aggregators is the same as that of regular sellers.

How much time does it take to complete the onboarding process and begin shipping?

It will take 24 - 48 working hours for our team to verify all details and onboard you into the system, after which you can start shipping with the recharged wallet.

Which PAN card is to be uploaded for a Proprietorship account?

Your own PAN card or company pan card.

Do you have any security money deposit requirements?

No.

If an order is not delivered, will I be charged for COD?

No, COD will only be charged if collected.

How many days does Ekart take to deliver my product?

Delivery time depends on pickup pincodes. Share your pickup pincode list for an estimate.

How many reattempts are done in the first mile and last mile?

Five reattempts in the first mile and three reattempts in the last mile.

Can I reschedule the delivery if the customer requests?

Yes, shipment can be rescheduled if not marked RTO.

Can you deliver large shipments?

Currently we are processing only shipments <4kg.

When will the pickup be done?

Orders booked before 11 am on working days can be attempted for a pickup on the same day.

How many pincodes do you pick up from (First Mile) and deliver to (Last Mile)?

Ekart operates across 5000 pincodes in the first mile for pickups and 15K pincodes in the last mile for deliveries.

Can I ship parcels by air?

We do not offer air services currently.

Are One Day and Two Day Delivery Option available?

Currently, the service is not active. We are working to launch it soon.

What happens if Ekart charges more than volumetric weight?

If it happens and it is proven, then we issue a credit note.

Can I get open box delivery?

Currently we are not offering this service but we will start very soon.

How will I get customer support?

Raise a ticket on the portal to receive a response within 24 hours.

Will i get a dedicated KAM?

If your volume increases to a certain threshold, then yes.

How can we integrate APIs effectively?

API documentation will be shared for integration.

Can I ship with Ekart if I am integrated via Shopify/Unicommerce?

Yes, we are integrated with all major OMS/SaaS platforms like Shopify,Wix, and WooCommerce.

Do I receive compensation if my product gets lost?

COF will be provided if the shipment is insured.

What compensation can I get for lost/damaged products?

50% of shipment value or Rs 2000, whichever is lower.

How long does it take for cash remittance for COD orders?

Cash remittance happens every Thursday for items delivered by Tuesday.

Is there a minimum wallet recharge value ?

Yes you need to recharge with a minimum amount of Rs 500 to start generating AWB numbers.

Is there a limit to how much I can recharge?

No, there is no limit for the recharge.

Can wallet recharges be expired?

No, there is no expiry date for the wallet.

Is RVP available?

Yes.

Do you have COD Verify and WhatsApp MSG services?

Not active for Elite yet, but will be offered soon.



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